0
Patrick Quattlebaum
@ptquattlebaum
Iran Narges
@inarges
@adaptivepath
#xmapping
PATRICK QUATTLEBAUM
DUBLIN, IRE 12 MAY 201...
DATEADAPTIVE PATH PROJECT TITLE
GOOD EVENING
MANAGING DIRECTOR
AT ADAPTIVE PATH
STRATEGY, SERVICE DESIGN, &
MANAGEMENT CONSULTING
THIS GUY’S MAKING ME
A LITTLE UNCOMFO...
HARD SKILLS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM
IPSUM DOLOR SIT
AMET CONSECTET
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http://a.fastcompany.net/multisite_files/code...
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YOU’RE IN DEMAND
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
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EVERYONE WANTS A
UNICORN
ADAPTIVE PATH THE S...
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ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http...
http://blog.washingtonpost.com/story-lab/assemblyline.jpgADAPTIVE PATH THE SOFTER SIDE OF DESIGN
THE UX/UI
ASSEMBLY LINE
DATEADAPTIVE PATH PROJECT TITLE
Yes, there’s a hard skills shortage in the market.
!
Yet, there’s a larger shortage of des...
http://2.bp.blogspot.com/_1mzJDzPLfb4/TJlOXLOGzZI/AAAAAAAACBI/fGToZ-zlwtM/s1600/ark2.jpgADAPTIVE PATH THE SOFTER SIDE OF D...
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
THESE ARE BOTH
DESIGNERS
SOFT SKILLS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
Design can be an
activity that an
organization embraces,
t...
DATEADAPTIVE PATH PROJECT TITLE
The world needs more designers with the soft
skills to move groups of diverse people to
co...
16
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
17
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
COMPLEXITY
OF PROBLEM
IMPORTANCE OF
SOFT SKILLS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
COMPLEXITY
OF PROBLEM
IMPORTANCE OF
SOFT SKILLS
DATEADAPTIVE PATH PROJECT TITLE
Empathy Storytelling Orchestration
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE
EMPATHY
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ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
http://skepticism-images.s3-website-us-east-1.amazonaws.com/images/jreviews/Jean-Paul-Sartre-1947.jpg
Hell is other people...
CALLOUT LOREM
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ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http...
Mantra: Empathy for
infrequent fliers.
Empathy for infrequent
fliers. Empathy for
infrequent fliers.
Me, every time I travel
DATEADAPTIVE PATH PROJECT TITLE
We talk a lot about other people’s empathy.
!
But what about your own?
!
What about my own?
No man is an island,
Entire of itself,
Every man is a piece of
the continent,
A part of the main.
John Donne
No designer is an island.
Entire of itself,
Every man is a piece of
the continent,
A part of the main.
Whether you like it or
not, you have to work
with other people. You
can either work at them
or work with them. It’s
your c...
CALLOUT LOREM
IPSUM DOLOR SIT
AMET CONSECTET
CALLOUT
SWATCHES
RAPHIC ELEMENTS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http...
CALLOUT LOREM
IPSUM DOLOR SIT
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CALLOUT
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RAPHIC ELEMENTS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CUST...
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IPSUM DOLOR SIT
AMET CONSECTET
CALLOUT
SWATCHES
RAPHIC ELEMENTS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http...
CALLOUT LOREM
IPSUM DOLOR SIT
AMET CONSECTET
CALLOUT
SWATCHES
RAPHIC ELEMENTS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
TIP #1: PRACTICE EMPATHIC LISTENING
ADAPTIVE PATH THE SOFT...
Empathic listening gets
inside another person’s
frame of reference. You
look out through it, see
the world as they see
the...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
TIP #2: BE AN EMPATHIC ADVENTURER
ADAPTIVE PATH THE SOFTER...
CALLOUT LOREM
IPSUM DOLOR SIT
AMET CONSECTET
CALLOUT
SWATCHES
RAPHIC ELEMENTS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
Get ...
DATEADAPTIVE PATH PROJECT TITLE
TIP #3: READ MORE FICTION
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
Transportation theory:
when people read
fiction, and they are
emotionally transported
into the story, they
become more empa...
DATEADAPTIVE PATH PROJECT TITLE
STORYTELLING
CALLOUT LOREM
IPSUM DOLOR SIT
AMET CONSECTET
CALLOUT
SWATCHES
RAPHIC ELEMENTS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
STORYTELLING
The universe is made
of stories, not atoms.
M...
DATEADAPTIVE PATH PROJECT TITLE
WHY STORIES?
Helps you think through the experience
Makes an experience tangible
Allows yo...
DATEADAPTIVE PATH PROJECT TITLE
The best story wins.
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
TIP #6: COLLECT AND TELLS STORIES
ADAPTIVE PATH THE SOFTER...
CALLOUT LOREM
IPSUM DOLOR SIT
AMET CONSECTET
CALLOUT
SWATCHES
RAPHIC ELEMENTS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http...
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RAPHIC ELEMENTS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http...
DATEADAPTIVE PATH PROJECT TITLE
The best stories are:
!
Authentically true
Connect at an emotional level
Have a clear begi...
John Hodgman, John-H-preferred-photo.jpg
Specificity is the
soul of narrative.
John Hodgman
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
TIP #5: COMMUNICATE VISUALLY
ADAPTIVE PATH THE SOFTER SIDE...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
STORYTELLING
Human minds yield
helplessly to the
suction o...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspo...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
A VISUAL JOURNEY
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN h...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
A VISUAL JOURNEY
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN h...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
A VISUAL JOURNEY
PATIENT
ACTIVITIES
INFORMATION
NEEDS
Crit...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
DATEADAPTIVE PATH PROJECT TITLE
EXPERIENCE MAP
56ADAPTIVE PATH ON SERVICE DESIGN
ACTIONS
Keeping silent
Using drugs and al...
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ORCHESTRATION
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGNADAPTIVE PATH THE SO...
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
Companies have
long emphasized
touchpoints... but this
foc...
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To design and deliver products and services for
complex problem spaces, you’ll need to:
!
...
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Here’s a few tips to build orchestration skills
DATEADAPTIVE PATH PROJECT TITLE
ADAPTIVE PATH ON SERVICE DESIGN
TIP #6: TAKE IMPROV
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
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TIP #7: INCITE COLLABORATION
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TIP #8: DO A ROUGH CUT
http://www.cinemaisdope.com/news/fil...
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ADAPTIVE PATH ON SERVICE DESIGN
ROUGHCUTTING
http://vimeo.com/9339739
ADAPTIVE PATH THE SO...
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ROUGHCUTTING
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
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Empathy Storytelling Orchestration
Practice empathic listening
Be an empathic adventurer
R...
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Softer side of design

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Patrick Quattlebaum, Managing Director, Adaptive Path

The Softer Side of Design - The design process can be applied to solving problems as small as making a user interface more usable to addressing some of society’s most wicked problems. There’s a direct relationship between the scale of a design problem and the need for stronger soft skills. If you want to solve a complex problem and make an impact, you have to do more than thinking and making; you have to lead. In this talk, Patrick will share essential soft skills needed to design at scale and how to build those skills to the betterment of your career and the world around us.

Patrick craves taking on the most complex design problems he can find regardless of the medium or context. He passionately advocates for elevating the humanity within institutions to ensure both business and community sustainability.

Published in: Design, Business

Transcript of "Softer side of design"

  1. 1. Patrick Quattlebaum @ptquattlebaum Iran Narges @inarges @adaptivepath #xmapping PATRICK QUATTLEBAUM DUBLIN, IRE 12 MAY 2014 ! the softer side of design
  2. 2. DATEADAPTIVE PATH PROJECT TITLE GOOD EVENING
  3. 3. MANAGING DIRECTOR AT ADAPTIVE PATH STRATEGY, SERVICE DESIGN, & MANAGEMENT CONSULTING THIS GUY’S MAKING ME A LITTLE UNCOMFORTABLE ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  4. 4. HARD SKILLS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  5. 5. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS http://a.fastcompany.net/multisite_files/codesign/poster/2013/01/1671611-poster-8-inights-interaction-design.jpeg HARD SKILLS ARE IN DEMAND ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  6. 6. DATEADAPTIVE PATH PROJECT TITLE YOU’RE IN DEMAND ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  7. 7. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS EVERYONE WANTS A UNICORN ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://swarmnyc.com/whiteboard/wp-content/uploads/2013/12/Screen-Shot-2013-12-15-at-1.10.10-PM.png
  8. 8. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.frictionlessdesign.com/wp-content/uploads/2013/08/Unicorn.png
  9. 9. http://blog.washingtonpost.com/story-lab/assemblyline.jpgADAPTIVE PATH THE SOFTER SIDE OF DESIGN THE UX/UI ASSEMBLY LINE
  10. 10. DATEADAPTIVE PATH PROJECT TITLE Yes, there’s a hard skills shortage in the market. ! Yet, there’s a larger shortage of designers who have both hard skills and soft skills.
  11. 11. http://2.bp.blogspot.com/_1mzJDzPLfb4/TJlOXLOGzZI/AAAAAAAACBI/fGToZ-zlwtM/s1600/ark2.jpgADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  12. 12. ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  13. 13. THESE ARE BOTH DESIGNERS SOFT SKILLS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  14. 14. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN Design can be an activity that an organization embraces, that everyone can be involved in.
  15. 15. DATEADAPTIVE PATH PROJECT TITLE The world needs more designers with the soft skills to move groups of diverse people to collaboratively solve complex problems.
  16. 16. 16 ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  17. 17. 17 ADAPTIVE PATH THE SOFTER SIDE OF DESIGN COMPLEXITY OF PROBLEM IMPORTANCE OF SOFT SKILLS
  18. 18. ADAPTIVE PATH THE SOFTER SIDE OF DESIGN COMPLEXITY OF PROBLEM IMPORTANCE OF SOFT SKILLS
  19. 19. DATEADAPTIVE PATH PROJECT TITLE Empathy Storytelling Orchestration ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  20. 20. DATEADAPTIVE PATH PROJECT TITLE EMPATHY
  21. 21. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  22. 22. http://skepticism-images.s3-website-us-east-1.amazonaws.com/images/jreviews/Jean-Paul-Sartre-1947.jpg Hell is other people. John-Paul Sartre ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  23. 23. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://img638.imageshack.us/img638/1192/airplane02.png
  24. 24. Mantra: Empathy for infrequent fliers. Empathy for infrequent fliers. Empathy for infrequent fliers. Me, every time I travel
  25. 25. DATEADAPTIVE PATH PROJECT TITLE We talk a lot about other people’s empathy. ! But what about your own? ! What about my own?
  26. 26. No man is an island, Entire of itself, Every man is a piece of the continent, A part of the main. John Donne
  27. 27. No designer is an island. Entire of itself, Every man is a piece of the continent, A part of the main.
  28. 28. Whether you like it or not, you have to work with other people. You can either work at them or work with them. It’s your choice. Sarah B. Nelson
  29. 29. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.artefactgroup.com/wp-content/uploads/2013/02/empathy_design.gif
  30. 30. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN CUSTOMER STAFF BUSINESS EMPATHY TRIANGLE
  31. 31. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://uratex.com.ph/blog/wp-content/uploads/2011/11/Yawning-Together.jpg
  32. 32. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.nature.com/neuro/journal/v8/n7/images/nn0705-845-F1.gif
  33. 33. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #1: PRACTICE EMPATHIC LISTENING ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  34. 34. Empathic listening gets inside another person’s frame of reference. You look out through it, see the world as they see the world, understand their paradigm, and understand how they feel. Stephen Covey http://www.nonprofitcommunity.com/wp-content/uploads/2012/07/covey.png
  35. 35. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #2: BE AN EMPATHIC ADVENTURER ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  36. 36. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN Get out of your daily haunts, out of your comfort zone, and into the lives of others that broaden and deepen your understanding of people and the way they look at the world.
  37. 37. DATEADAPTIVE PATH PROJECT TITLE TIP #3: READ MORE FICTION ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  38. 38. Transportation theory: when people read fiction, and they are emotionally transported into the story, they become more empathic. Bal and Veltkamp
  39. 39. DATEADAPTIVE PATH PROJECT TITLE STORYTELLING
  40. 40. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  41. 41. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN STORYTELLING The universe is made of stories, not atoms. Muriel Rukeyser
  42. 42. DATEADAPTIVE PATH PROJECT TITLE WHY STORIES? Helps you think through the experience Makes an experience tangible Allows you to easily communicate a vision to others Creates a common understanding ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  43. 43. DATEADAPTIVE PATH PROJECT TITLE The best story wins.
  44. 44. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #6: COLLECT AND TELLS STORIES ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  45. 45. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://brandondoman.com/assets/projects/stranger-than-fiction/gallery-01-big.jpg
  46. 46. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://strangersproject.com/post/83445266374/hello-as-a-little-girl-i-was-a-bully-i-would
  47. 47. DATEADAPTIVE PATH PROJECT TITLE The best stories are: ! Authentically true Connect at an emotional level Have a clear beginning, middle, and end Detailed but minimal Delivered with passion
  48. 48. John Hodgman, John-H-preferred-photo.jpg Specificity is the soul of narrative. John Hodgman
  49. 49. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #5: COMMUNICATE VISUALLY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  50. 50. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN STORYTELLING Human minds yield helplessly to the suction of story. Jonathan Gottschall
  51. 51. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  52. 52. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  53. 53. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  54. 54. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY PATIENT ACTIVITIES INFORMATION NEEDS Critical Moment Patient sees Care Provider activities i think i need helpstages discover what is wrong with me make me better maintain my new normal 1 2 3 4 5 7 8 9 10 11 12 13 14 Critical Moment Patient needs JMH Critical Moment Severity of condition can determine the tone of the journey Redirect Get patient on correct path: ER/UC/PCP May have been directed from routine PCP visit Critical Moment Patient gets diagnosis Critical Moment Patient gets or starts treatment Critical Moment Get patient on the road to normal Critical Moment Patient sees Care Provider Redirect Referred to Specialist, patient is looking to connect with right Care Provider for them 6 + ANXIETY + RELIEF STORY ARC The relative change in anxiety and relief and the range in patient stories EXPERIENCE DRIVERS UNDERSTANDING: Building knowledge and clarity REPETITION: Multiplying the unknown UNKNOWN: Creating uncertainty and obscurity STABILITY: Progressing and sense of security COMFORT: Growing ease and alleviation DOUBT: Growing skepticism and mistrust HIGH IMPACT key moment something feels wrong Unsure what is wrong. Scare of the unknown. my needs Validate that I need help key moment decide to get help Confident I will get help and hopeful that I can get answers. my needs Be ready for me key moment monitor treatment Confident in my care. Clear expectations of what is progress. Access to my Doctor just in case. my needs Access to help when needed. Reassurance that there is progress. key moment check-ups Consistent access to my Doctor. Confident in my care and prepared if anything comes up. my needs Show me progress key moment see a specialist Confident in my care and trust in Doctor. Empathy for my situation. my needs Be my rock and hub of information key moment choose treatment option Clear expectations of how my life will change with helpful resources. Empathy for my situation. my needs Understand how this will impact me long-term key moment talk to doctors to see what is going on No empathy or comfort. Feel rushed and unimportant to my Doctor. my needs Listen to me so I can trust you key moment change treatment No set expectations of progress. No confi- dence in my care or doctor. my needs Provide me options key moment get tests and review results No clear answer, so no confidence in my care. No expectations of when we’ll know. my needs Need expert of my disease to help me Finding the right Care Provider who can act as a partner and set clear expectations early in your journey is a key driver of overall experience. Having access to this care is paramount. Chronic Care Patient Experience Map check-ups • Continue routine checks up and tests • Repeat new treatments/monitoring if needed something feels wrong • Having pain or onset of symptoms • Notice a sudden change in at-home monitoring i think i need help • Call Primary Doctor or a General Line • Ask family/friends with similar symptoms • Self diagnose • Google triage 1 2 1 2 3 4 3 4 5 7 7 10 11 12 11 12 1413 1413 8 8 9 10 9 6 5 6 decide to get help • Go to the ER or Urgent Care Center • Schedule a visit with Primary Doctor talk to doctors to see what is going on • Explain my symptoms • Answer questions • Visit PCP or Specialist get tests and review results • Nurse or techs administers tests • Wait • Get referral for Specialists see specialists • Doctor may give initial diagnosis • Get more referrals • Get additional tests • See multiple Specialists get diagnosis • Ask additional questions • Hear results of the tests and what they mean • Learn about diagnosis and what that means • Do my own research to validate diagnosis or learn more choose treatment option • Hear treatment option(s) • Do my own research to validate treatment decision get treatment • Get initial treatment administered by Doctor or Nurse • Receive follow-up instructions to monitor get prescriptions • Start an ongoing treatment, like medication or at home care • Receive instructions on how to continue ongoing treatment at home maintain overall health • Fix other things that are impacted by my chronic treatment • Exercise and diet • Get emotional and social support monitor treatment • Monitor and log progress at home or through visits • Monitor side effects and effectiveness change treatment • By phone or doctor's visits • Change or add doctors if needed • Repeat something feels wrong • Symptom checker • Google triage • Primary care phone number for triage i think i need help • Where do I go for what • Triage Phone Number • Insurance benefits - cost/benefit of where to go decide to get help • Facility address • Time of appointment • Phone numbers talk to doctors to see what is going on • Prepared questions • What I should tell my doctor get tests and review results • Tests and what they are for • Results • Referral for Specialist see specialists • Coordinated appointment with Specialist • Managed list of who I've seen for what get diagnosis • Why this is happening to me • What the diagnosis is • Expectations of how things will change choose treatment option • Why this treatment • Side effects • What treatment will entail get treatment • Who to call for what • Discharge papers and after-care instructions • Prescription • Doctor's note get prescriptions • Side effects • Prescription information • After-care information maintain overall health • Other ways my life will be impacted • Resources to manage social and emotional changes check-ups • Update on my progress • Lab work monitor treatment • What to look out for • Instructions • Doctor’s phone number for emergency change treatment • Doctor’s phone number for emergency • When to call GET TREATMENT "I appreciated that he didn’t sugar coat it, but was still hopeful." GET DIAGNOSIS "You never forget this moment, no matter how gently your Doctor breaks the news." MONITOR TREATMENT "Things seem to return to normal and then there is this curve ball." CHECK-UPS "I still don’t feel like I’ve got the answers I need to deal with this." ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  55. 55. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN
  56. 56. DATEADAPTIVE PATH PROJECT TITLE EXPERIENCE MAP 56ADAPTIVE PATH ON SERVICE DESIGN ACTIONS Keeping silent Using drugs and alcohol Denying problems FEELING Confused, Scared, Alone NEEDS Help and advice Feel normal Protection 1 2 4 I’m not crazy. I feel bad, but I don’t know why. If I keep doing this, people will think I'm crazy. I didn’t get the right help, so I’m out. Better someone else than me. Ignorance is bliss. Things seemed, fucked up, but that’s normal. I don’t want to hear it. I'm not talking about my problems. I’m not crazy, but I need help. There are people I can talk to. I feel like I'm not alone. Talking to others like me really helps. Empowerment Positive Influence Negative Influence Fear COMMUNITY SOCIETY F AMILY & FRIEND S ME Creating Positive Change for Youth in the Western Addition 5 I'm not talking about my problems. I can help others. I feel supported and empowered. I feel good about me. 3 Denial PHASE 1 “Nothing is wrong with me.” ROAD BLOCKS DENIAL SOCIAL STIGMA ROAD BLOCKS FINANCE ACCESS SOCIAL STIGMA ACTIONS Skipping school Self medicating Hurting others FEELING Depressed, Angry, Numb NEEDS Help Education Support Sensing PHASE 2 “Why am I like this?” ROAD BLOCKS DENIAL TRUST WRONG HELP TOO HARD ACTIONS Relapsing Changing behavior Helping others FEELING Supported, Validated, Hopeful NEEDS Culturally competent care Family support Encouragement Engagement PHASE 5 “I can change.” ROAD BLOCKS WRONG HELP TOO HARD TO CHANGE SOCIAL PRESSURE INCONSISTENT HELP ROAD BLOCKS WRONG HELP SOCIAL STIGMA ACTIONS Self diagnosing Seeking help Talk to someone NEEDS Privacy Trust Safety Awareness PHASE 3 “There are things I need to deal with.” ACTIONS Asking for or being directed to help Talking to parents for treatment consent Starting / Quitting therapy FEELING Hopeful, Crazy, Fear NEEDS Advice Validation FEELING Relief, Skeptical, Not alone Connection PHASE 4 “I’m not alone.” Youth need trusting relationships and access to mental health services that meet them half- way to ensure they don’t fall off the grid. From Fear to Empowerment
  57. 57. DATEADAPTIVE PATH PROJECT TITLE ORCHESTRATION
  58. 58. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  59. 59. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN Companies have long emphasized touchpoints... but this focus distracts from the more important picture: the customer’s end-to-end experience.
  60. 60. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
  61. 61. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
  62. 62. DATEADAPTIVE PATH PROJECT TITLE To design and deliver products and services for complex problem spaces, you’ll need to: ! Build new bridges Creatively incite collaboration Orchestrate across disciplines, touchpoints, channels, and on and on an on….
  63. 63. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://1.bp.blogspot.com/-QcfQ-yo5gQA/TlRaJzAjfyI/AAAAAAAAAQY/4p9cDrP-kkI/s1600/tightrope.jpg
  64. 64. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://samplewords.files.wordpress.com/2011/10/motivation.jpg
  65. 65. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
  66. 66. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  67. 67. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
  68. 68. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://oliveyuba.blogspot.com/2011/04/its-not-about-olives.html
  69. 69. DATEADAPTIVE PATH PROJECT TITLE Here’s a few tips to build orchestration skills
  70. 70. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #6: TAKE IMPROV ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  71. 71. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  72. 72. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  73. 73. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  74. 74. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #7: INCITE COLLABORATION
  75. 75. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  76. 76. CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  77. 77. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #8: DO A ROUGH CUT http://www.cinemaisdope.com/news/films/troublewithharry/twh-1.jpg ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  78. 78. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN ROUGHCUTTING http://vimeo.com/9339739 ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  79. 79. DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN ROUGHCUTTING ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  80. 80. DATEADAPTIVE PATH PROJECT TITLE Empathy Storytelling Orchestration Practice empathic listening Be an empathic adventurer Read more fiction Collect and tell stories Communicate visually Take improv Incite collaboration Do a rough cut ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  81. 81. SWATCHES Color Palette RGB 248/204/43 HEX F8CC2B RGB 249/157/28 HEX F99D1C RGB 108/190/77 HEX 6CBE4D RGB 67/184/215 HEX 43B8D7 RGB 29/120/153 HEX 1D7899 RGB 78/85/92 HEX 4E555C RGB 45/49/53 HEX 2D3B35 RGB 230/231/232 HEX E6E7E8 Thank YouThank You Patrick Quattlebaum Managing Director Evi K. Hui Experience Designer Noel Johnson Senior Program Manager Stephanie Wilson-Wagner Client Partner www.adaptivepath.com
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